Lack of response

It seems to me that the only way for fnb legal department to respond to customers queries is after a hello Peter complaint. I send an email for legal advice/assistance on the 25 May. I didn't get any respond that someone received my email or not, I then called I think was on the 1st June, only then I was told a certain lady was working on my query which was OK and I was happy with. But now If I don't call then to check on how far are they with matter no one actually calls to inform me. I called them again and someone named Ike answered and told me someone is still busy working on my query and he will ask them to give be a call back. I believe him and left my contact details of which I believe they have already since they've got all my details. No one contacted me even today and all I need is just communication it can be via email or anything just for someone to let me know that they are still busy or something. I'm not happy at all as this is not the first time I'm having the very same issue with this department just lack of communication and not giving us constant feedback. You guys don't care about customer satisfaction and its actually shocking and unbelievable.No FCR at all.